CJ Thomas: Summit Guide / Customer Service Manager in Denver, Colorado

• Leads a 10-person results-driven team. Team motivation through weekly 1:1 meetings & coaching forms. Each team member's success is tracked through individual KPIs. In addition, the team interacts with over 4.5K consumers through multiple channels weekly. • Responsible for interviewing, hiring, on-boarding, and training all new customer service recruits. • Omnichannel customer service management with a strong focus on e-commerce and customer retention management. • Work with cross-functional departments: Events, Quality Assurance, Logistics, Marketing, Sales & Warranty daily to improve customer relations and customer experience. • Responsible for weekly reporting on the following KPIs: incoming contacts, cases closed, first response time, average reply time, filtered average resolution time, first contact resolution time, average phone queue time, average handle time, time to abandon, net promoter score, customer satisfaction score, and star rating. • Build and present a weekly PowerPoint presentation summarizing consumer insights to America's Marketing & Consumer Direct Teams. • Developed training programs for new hires through Lessonly. The goal of the training material is further product education, product refresh, customer satisfaction improvement, and product knowledge. • Facilitate weekly meetings with Flagship Store's managers to discuss challenges and ensure customer service expectations are being met. Cross challenges of e-commerce and brick & mortar.

• Owner/ Partner, September 2018 - January 2020 • Accepted invitation to become 20% shareholder in company. • Sold equity position back to management due to wife’s career re-location • Director of Marketing, September 2018 - March 2020 o Oversaw & ran all social media platforms (Facebook, Instagram & Twitter) o Consistent monthly growth of followers on all 3 platforms o In charge of all media & advertisement expenditures and OPEX. o Worked extensively with third party ad & graphic design agencies on all advertisements & paid targeted social posts • Head of Latin America: May 2011 - September 2018 o Responsibilities include product development, direct client management, travel logistics, foreign vendor relationship management. o Latin American division responsible for 30% consolidated, corporate revenue o Oversaw booking operations for over 20 properties in 8 countries. o Consistently high client satisfaction reflected in customer surveys. o Implemented numerous new operations/ properties throughout Central & South America. o Grew both Central and South American products have increased overall corporate sales by average of 22% • Extensive travel throughout South & Central America which has led to in depth cultural knowledge & personal relationships that has enabled me to excel in my current position • Surf Travel consultant and advisor on South Pacific & Indonesian resort properties. • Extensive travel throughout the Mexico, Central America, South America, South Pacific & Indonesia